SAP Knowledge Base Article - Public

2562609 - When You Update the Service Technician in a Ticket, the Service Technician Team Remains Unchanged

Symptom

When you update the Service Technician in a Ticket, the Service Technician Team name stays the same.

Environment

SAP HYBRIS CLOUD FOR CUSTOMER

Reproducing the Issue

  1. Go to the Service workcenter.
  2. Go to the Work Ticket view.
  3. Open Any Ticket.
  4. Go to the Overview facet.
  5. Click on the Edit button. 
  6. Change the value of the Service Technician field.

Result: The value of the Service Technician Team field is not automatically updated to the team related to the Service Technician.

Cause

The reason for which the Service Technician Team remains unchanged is that Determination Rules set in the Business Configuration are running, and when you change the Service Technician name manually, the system stops over the first rule that was set on the Technician Team.

It does not resort to a further rule to find a value.

Hence the Functional Organizational Unit rule is not tapped into.

Resolution

You first need to check that you currently have no related Work Distribution rules in the Administrator workcenter.

If you want the Service Technician Team to follow through the Service Technician value, you can set off these rules by the below steps:

  1. Go to the Business configuration workcenter.
  2. Go to the Implementation Projects view.
  3. Select the relevant Project. 
  4. Click on Open Activity List.
  5. Navigate to Fine-tune and search for Tickets for Customer Support and open Maintain Involved parties in the factsheet.
  6. Select the row of the Service Technician Team and click on the button Maintain Determination.
  7. Deselect the irrelevant determination.
  8. Save.

Refresh the page and the expected dynamics will apply to your Customer Support solution.

Keywords

Service Technician Team, Service Technician, Maintain Determination, Work Ticket. , KBA , service technician , service technician team , work ticket , work tickets, , maintain determination , LOD-CRM-HCP-SRP , Ticketing , Problem

Product

SAP Cloud for Customer add-ins all versions